Job Description

About UsAlways open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere - from the data center to the cloud, to the edge and beyond. SUSE puts the open back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders. SUSE Rancher Support ManagerThe award-winning SUSE Rancher Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture. We are on a mission to support our customers to innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.The SUSE Rancher Support team is looking for an experienced Team Lead who would like to transition to managerial role or strong Technical Support Manager to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of managing highly technical team, have good technical knowledge and skills, and focus on providing excellent customer services across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Manager.The SUSE Rancher Support Manager is expected to:

• Manage daily operations of Support, collaborating with other Support Managers, Support Engineers, Engineering and Product Management
• Ensure support SLAs and KPIs are maintained
• Manage their own team that is comprised of Support Engineers who work out of various distributed locations
• Ensure the quality of our overall Support is constantly improving, optimizing for convenience, responsiveness, and effectiveness
• Help recruit new team members and build a cohesive team
• Coach and mentor their team toward its ongoing development
• Conduct and share results from support delivery and operational performance reviews
• Represent the team in conversations with various stakeholders, internal and external
• Be an effective inbound advocate and outbound advisor to our customers
• Ensure high overall customer satisfaction for support cases

To be successful in this role you should possess:

• A high EQ, strong people-management skills, and a genuine interest in helping customers
• Degree-level education in Computer Science or similar experience
• 5+ years of hands-on experience as a Technical Support Manager or as a Lead Support Engineer
• Experience working in industry-leading service desk systems such as Salesforce, Jira, etc.
• Good verbal and interpersonal skills
• Strong written and verbal English
• Strong structured and analytical problem-solving skills
• High-level of curiosity and strong attention to detail
• Effective written communication skills both for customer communication and creating and maintaining Technical Documentation
• Adequate skills in conceptualizing, implementing, and maintaining necessary reports and dashboards
• A strong awareness for managing the costs of running the support operations
• A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment
• Ability to work as part of a globally distributed team serving a globally distributed customer base
• Experience interfacing with Engineering and Product Management teams
• Eligibility for gainful employment to work in the country where the position is offered

The following skills and experience are desirable:

• Relevant DevOps and scripting experience
• Experience with Kubernetes and a container runtime such as containerd, Docker
• Working knowledge of Git, Linux
• Experience with EKS, AKS, GKE
• Familiarity with Rancher, OpenShift, Tanzu, Docker

More about our Benefits:

• Work from home and office
• Work with a highly skilled and collaborative team
• To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, paid volunteer days for your favorite cause, meeting our team members in other countries, and a lot more.

Job ServicesWhat We OfferWe empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.This is a compelling opportunity for the right person to join us as we continue to scale and prosper.If youre a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!We give you the freedom to be yourself. You will work in a global community of unique individuals - like you - with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our .SUSE ValuesWe are passionate about customersWe are respectful and inclusiveWe are empowered and accountableWe are trustworthy and act with integrityWe are collaborativeWe are SUSE!

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